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Guts site update and missing money

Discussion in 'Online Casinos' started by Fleur-De-Lis, Jun 9, 2015.

    Jun 9, 2015
  1. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    Haven't played in Guts for few days and noticed today they did some updates. No problem as long as it all works, but unfortunately this doesn't seem to be the case: the page does not redirect you back to the game after deposit/withdrawal is made, and the games tend to disconnect without any warning or valid reason.

    The main shock came few minutes ago when I played my fav Jekyll&Hyde. The game froze and didn't react when I tried to refresh it pushing F5 button, so I had to close the window and start the casino software anew. Guess what? When I logged back in again, my balance was some 20 euros less that when I saw it last. The support gave me an awesome explanation: "the spins have been played even if you did not see them". Eh? Anybody ever heard anything similar? So now you can be logged out and still lose money? Why not another way around? :)

    ....Ouf. I am so mad now I am not sure what I am going to do.
     
  2. Jun 9, 2015
  3. Mouche12

    Mouche12 Kitty Lover PABnononaccred PABnonaccred PABnoaccred

    Occupation:
    Translator and facilities manager
    Location:
    Amsterdam
    Hi Fleur-de-Lis, please PM Tony or Ben, the reps, they will surely sort it out for you quickly!
     
  4. Jun 9, 2015
  5. bonustreak

    bonustreak Senior Member webmeister

    Occupation:
    webmaster
    Location:
    Home Office
    I think they are moving over to a cloud based concept so give them a few to sort it all out...
     
  6. Jun 9, 2015
  7. Fleur-De-Lis

    Fleur-De-Lis Senior Member MM

    Occupation:
    Self-employed
    Location:
    CY
    Yes, I noticed the changes to the interface and all, might be the site moving or whatever. But does it mean I am supposed to put up with the fact my game was messed up and my money simply vanished into thin air?... :(
     
  8. Jun 9, 2015
  9. TonyGuts

    TonyGuts Dormant account

    Occupation:
    Head of Customer Operations
    Location:
    Malta
    Dear Fleur-De-Lis,

    Could you be so kind and get back to me with your username and I will look into this right away for you.

    Thank you,
    Tony
     
  10. Jun 9, 2015
  11. Borgie

    Borgie Senior Member

    Occupation:
    Office Manager
    Location:
    United Kingdom
    I really think that its best to contact the rep first for these things. Guts are superb at dealing with things and should be given the opportunity to sort it out first in a timely manner.
     
    1 person likes this.
  12. Jun 9, 2015
  13. Batman

    Batman The Dark Knight MM

    Occupation:
    Nothing much
    Location:
    PokieLand
    Someone else had access to your account maybe?
    You can check your betting history and see what happened :-?

    I have no doubt everything will be solved though
     
  14. Jun 9, 2015
  15. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs
    They must be having some serious issues there, I deposited for the first time in ages on Tuesday, then at the weekend noticed money had been paid into my bank, thinking it was from a different source, I use the money.

    So I checked the bank this morning, and the money has been re-sent out to 'MT SECURETRADE LTD, MALTA MT' aka Guts sending me overdrawn.

    Can't say I am impressed at all tbh :mad:
     
  16. Jun 9, 2015
  17. refre

    refre Senior lurker PABnonaccred PABnoaccred

    Occupation:
    Professional slot player
    Location:
    .
    Is this a card transaction?
    Sometimes a hold or reservation may fall of your card before the actual charge is posted. Happens all the the time I'm afraid, and you will need to keep track of available funds yourself...

    Or are we talking about a bank transfer?
    Were you expecting a similar payment/amount from another source?

    Freddy

     
  18. Jun 9, 2015
  19. PNEFOREVER2

    PNEFOREVER2 Senior Member MM

    Occupation:
    Parcel Sorter.
    Location:
    Preston,lancs
    Deposited using my debit card on the Tuesday, it was 'ringfenced' until the Friday and then went out, then was back in my bank on the Saturday, then seemed to go back out today.

    Never had that happen once since I started gambling.
     
  20. Jun 9, 2015
  21. spintee

    spintee Meister Member webby mm2

    Occupation:
    gambler :)
    Location:
    Northants
    If you go over drawn & or had direct debits go out on the same day than as long as you can get money in the bank before shutting hours than all will be ok, No fees ect and DD will be paid,

    I know its not good that this has happened,
     
    1 person likes this.

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